The Customer Journey Owner is a strategic and analytical role responsible for overseeing and optimizing the end-to-end customer journey across various touchpoints and channels. This position plays a critical role in understanding customer needs, pain points, and behaviors, and translating these insights into actionable improvements that enhance customer satisfaction, loyalty, and business outcomes. The Customer Journey Owner collaborates with cross-functional teams to design, implement, and refine customer-centric processes and initiatives, ensuring a seamless and cohesive customer experience.
“Digital First – Human when matters” is the new business battle, and acting on customer experience, user experience and user interface is key to reach this ambition (Digital adoption, Efficiency metrics, NPS).
AXA Partners wants to accelerate on customer journey excellence, with strengthening all the dimensions of customer journey effectiveness across countries and products as a key lever for business.
We are currently focusing on our top priority of improving the "Digital Customer Journey" in addition to profitability and growth.
We are indirectly acting on the Agent Journey (STP).
KEY RESPONSIBILITIES
The Customer Journey Owner is responsible for the entire customer journey lifecycle, from awareness to post-purchase and advocacy, insurance to assistance, claims, what-ifs, and is delivering and constantly optimizing the “Optimal customer journey frameworks” which detail each optimal CX episode ensuring excellence in customer experience and efficiency. He / she plays an active role in scaling those optimal frameworks across countries.
The Customer Journey Owner has a strategic impact, both on customer experience and business efficiency and ensures leveraging synergies across countries and best practices from outside.
1. Journey Mapping: Develop and maintain detailed customer journey maps to visualize and understand the customer experience across all touchpoints.
2. Customer Insights: Gather and analyze customer data, feedback, and market trends to identify pain points and opportunities for improvement. You analyze customers’ pain points and conduct customer experience surveys, with support from the CX Data & Insights team (User Testing is also done through the CX Data & Insights team based on a brief and materials). You complement this with analysis from operational figures, competitors, and operational/technical capabilities of the company.
3. Experience Design: Collaborate with UX/UI designers, product managers, and marketing teams to design and implement customer-centric processes and interfaces. With the support of UX/UI, you translate the CJ Vision into concrete user experience steps, flowcharts, maquettes, and designs. You create consistent wireframes, visuals, and all types of internal and external graphic elements ensuring conformity with AXA’s guidelines.
4. Project Management: Lead and coordinate projects aimed at enhancing the customer journey, ensuring timely delivery and alignment with business objectives. You manage the overall Customer journey plan, propose priorities, associated action plans, and governance. The implementation is led by the Product Owner/Transformation; your capacity to influence and push for superior customer experience is key in this strong ecosystem. You negotiate with P.O to make CJ Vision compatible with real operational processes behind it (that likely need to evolve) but keep pushing for a vision end-to-end in multi/omni-channel even if you often say “it’s not possible.” You collaborate closely with Transformation teams & Global Product owner to articulate smoothly on global priorities.
5. Stakeholder Engagement: Engage with internal and external stakeholders to align on customer experience goals and strategies. You provide regular updates to Excom sponsors and ensure right adoption and scale with countries together with continuous improvement.
6. Performance Monitoring: Establish and track key performance indicators (KPIs) related to customer experience and satisfaction, providing regular reports and insights to senior management.
7. Continuous Improvement: Implement feedback loops and continuous improvement practices to refine and enhance the customer journey. You test concepts, measure, and optimize deliverables continuously.
8. Training and Support: Provide training and support to teams across the organization on customer journey principles and best practices, acting across countries leveraging all synergies, enforcing good practices and delivering “Global frameworks for Customer journeys” to be then deployed and adapted locally in each country.
9. Community Coordination: Animate Squad’s meetings on the perimeter with UX & UI people. Support local customer journey owners in improving local customer journeys.
MINIMUM REQUIREMENTS
- Master en ingénierie ou en école de commerce / d'ingénieur.
- Expérience confirmée (5+ ans) dans la gestion de l'expérience client, la cartographie du parcours client, ou un rôle connexe dans un environnement international.
- Français/anglais ou anglais/espagnol requis, français/anglais/espagnol serait parfait.
- Maîtrise des outils et techniques de cartographie du parcours client, compréhension approfondie des pratiques centrées sur le client et passion pour l'amélioration de l'expérience client.
- Capacité à établir et à surveiller les indicateurs clés de performance liés à la satisfaction et à l'expérience des clients et à suivre les performances.
- Capacité à se tenir au courant des tendances du secteur et à intégrer de nouvelles idées dans les stratégies de parcours client (innovation et adaptabilité).
- Bonne communication et esprit d'équipe, capable de travailler dans un environnement international « global ».
- De solides compétences en matière de gestion de projet Agile et de gestion non hiérarchique des parties prenantes sont obligatoires.
- Familiarité avec les principes de conception UX/UI et des outils de collaboration.
- Outils : Powerpoint, Excel, Word, Figjam, Klaxoon, ...
AXA Partners s’engage, à compétences égales, pour la diversité & inclusion.
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